FORDLiive Centres Already Reducing Time Off the Road for Customer Vehicles

In total, there are now more than 100 FORDLiive Agents in Europe working with dealers and customers. Inside the control room, the 9-metre by 2-metre screen displays real-time data on repair and maintenance cases. (Click the image for a larger view)

DUNTON, UK – New data released today by Ford reveals the productivity‑boosting benefits that the FORDLiive connected uptime system is delivering for the company’s commercial vehicle customers.

Dedicated new FORDLiive Centres – a key element of the uptime system – are already providing valuable support to the Transit Centre dealer network, helping to minimise the time spent off road for customer vehicles.

FORDLiive Agents have delivered over 15,000 additional days of vehicle availability in the UK alone since the free-of-charge service was announced in March this year, using new UptimePro software to proactively manage repair and maintenance cases on behalf of customers.

These FORDLiive uptime specialists utilise a constant feed of live data from Ford’s dealer and roadside assistance network to track each vehicle’s repair progress and respond to emerging issues – advising on the best solutions for optimum uptime.

FORDLiive Centres in Dunton, UK, and Valencia, Spain, are already providing assistance to customers in Italy, Spain and the UK, and 80 per cent of Ford connected commercial vehicle customers in Europe will benefit from FORDLiive Centre support by the end of 2021.

“Our FORDLiive Centres are already demonstrating their value and proving that using data to unlock productivity delivers tangible benefits for customers – and this is just the start,” said Nathan Sanders, manager, customer relations, Ford of Europe. “We will keep enhancing our FORDLiive services in pursuit of delivering 100 per cent operating uptime so customers can focus on looking after their business rather than their vehicles.”

Ford CEO Jim Farley saw first-hand just how the FORDLiive Centres are benefitting customers when he visited the Dunton Campus in the UK yesterday.

There, Jim met key members of the Ford of Europe Commercial Vehicle Team and was given a special tour of the FordLiive Centre, including insight into how the Centre’s advanced power-wall display works.

Inside the control room, the 9-metre by 2-metre screen displays real-time data on repair and maintenance cases requiring parts or technical support, as well as total fleet uptime, total number of open cases, cases resolved daily and average case duration, helping the team to optimise support for customers.

Later that day, Jim also took part in a live Town Hall meeting at Dunton that was hosted by Ford of Europe President Stuart Rowley.  They were joined virtually by close to 4,000 employees across Europe, including 50 new apprentices who were keen to understand how they could support the Ford+ plan. 

Jim’s visit to Dunton marked the culmination of a three-day deep-dive into the European business that also saw him meet teams from Niehl and Merkenich in Germany.

Watch video on demand from the event below.

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FORDLiive tracks each vehicle’s repair progress. (Click the image for a larger view)
The new UK FORDLiive Centre is located inside Ford’s Dunton Campus. (Click the image for a larger view)
FORDLiive’s ambition is to deliver 100 per cent operating uptime for customers. (Click the image for a larger view)
Jim Farley and Stuart Rowley deep in discussion during the Town Hall. (Click the image for a larger view)
Close to 4,000 Ford employees from across Europe tuned in to the live-streamed Town Hall. (Click the image for a larger view)
Jim Farley and Stuart Rowley discussing FORDLiive with the implementation team .(Click the image for a larger view)
Jim Farley and Stuart Rowley talking with union representatives as part of the visit. (Click the image for a larger view)